Why a Contact May Be Unable to Access the Client Portal
If a contact in your database is unable to access the Client Portal, it may be due to one of the following reasons:
1. Contact Not Set Up Properly
- Navigate to the Contact List and check the Client Portal column for their status:
- ✅ Green Checkmark – The contact is properly set up for Client Portal access.
- ❗ Red Exclamation Mark – The contact is not set up for portal access and may be missing required information.
- Date Displayed – Indicates the last time the contact accessed the portal.
2. Missing Required Information
For a contact to access the Client Portal, they must have:
A valid email address
A Social Security Number (SSN) (if required for authentication)
A mobile phone number for multi-factor authentication
If a contact is missing any of these details, update their information under Edit Details in the Action dropdown menu.
By ensuring all required information is correctly entered, you can help contacts seamlessly access the Client Portal without issues.
- Contact is attempting to access the portal with incorrect information
- From the ADMIN > Access Log, note the Details of the trouble listed to assist the client with access or make corrections to your contact data, as required.
- Client Access Authenticate Success - The client was able to access the portal.
- The last 4 Digits of the SSN did not match - Please confirm the SSN with the contact.
- No contact was found with this email - Please confirm the email with the contact
- The contact has confirmed all the information but still has not received the 6-digit security code.
- When checking the access log, you may see multiple attempts to access the client portal with the error "Last 4 Digits of SSN did not match" despite confirming this information with your client. Multiple invalid attempts will, eventually, temporarily lock out the account.
- This may be due to the client's browser settings to save passwords. To isolate this cause, could you ask your client to open a private browser session (Google Chrome Private Browsing) and try to log into the client portal? This session will require them to enter all information from scratch.
- If they are successful in accessing the client portal, they will need to clear the saved password from the browser they normally use (Google Chrome Manage Passwords).
Return to Implementation: 3.0 Client Portal Management